Before you start
You need:
An Instagram Business Account (not a Personal or Creator account). You can switch an existing account from Personal to Business from the Instagram app.
A Facebook Page linked to that Instagram Business Account. Instagram messaging is authorized through Facebook.
A Facebook Business Manager account with admin access to the linked Page.
The “Allow access to messages” setting enabled inside Instagram’s Privacy → Messages options.
Admin access to the Octopods workspace.
Important: Personal and Creator Instagram accounts cannot be connected. Instagram only allows messaging API access for Business accounts linked to a Facebook Page.
Step 1: Confirm your Instagram setup
Before starting in Octopods, check the following in the Instagram app:
Go to Settings → Account and confirm it shows Business Account. If not, tap Switch to Professional Account and choose Business.
Go to Settings → Privacy → Messages and enable Allow access to messages. Without this, messaging APIs cannot reach the account.
Confirm the account is linked to a Facebook Page from Settings → Account → Linked Accounts.
Step 2: Start the Instagram channel setup
Open the workspace you want to add Instagram to.
Click the option to add a new channel.
In the Add a Channel modal, select Instagram under Popular Channels.
A panel opens with a button to sign in with Facebook.
Step 3: Sign in with Facebook
Click the Facebook sign-in button. A Facebook window opens.
Sign in with a Facebook user that has admin access to the Facebook Page linked to your Instagram Business Account.
Facebook shows a consent screen listing the permissions Octopods needs: manage messages on Pages you manage, and access Instagram Business messaging.
Leave all permissions checked and approve.
If you disable any permission, the connection won’t work — Instagram messaging requires the full set.
Step 4: Pick your Instagram account
After approval, Octopods shows a list of Instagram Business Accounts you have access to through your Facebook Pages.
Pick the Instagram Business Account you want to connect.
Confirm your selection.
Octopods then:
Registers the webhook with Facebook so Instagram DMs are forwarded to Octopods.
Creates a channel in your workspace.
Subscribes to the Instagram messaging events on the Facebook Page.
The channel appears in your channel list with a Connected status.
Step 5: Send a test DM
From a personal Instagram account, open the Instagram app and search for your Business Account.
Send a direct message.
Open the Intercom Inbox for this workspace. A new conversation appears with the DM.
Reply from Intercom.
The reply arrives in Instagram from your Business Account.
What Instagram allows
Inbound DMs from any Instagram user who messages your Business Account flow into Intercom.
Reactions and story replies are supported — they appear as messages in the Intercom conversation.
Outbound messages can be sent within a 24-hour messaging window after the customer’s last message. Outside that window, Instagram blocks all outbound messages except the small set of approved Instagram message tags.
Proactive outreach to customers who have never messaged your account is not possible. Instagram does not provide a way to message someone who hasn’t opened a conversation first.
Common issues
“No Instagram accounts available” — the Facebook user you signed in with doesn’t have admin access to a Page linked to an Instagram Business Account, or the Instagram account is still Personal or Creator. Switch the Instagram account to Business and link it to a Page, then retry.
DMs don’t reach Intercom — open the channel detail page and use the reconnect action. Instagram occasionally resets the webhook subscription when a Page owner changes.
“Outside messaging window” error — the customer’s last message was more than 24 hours ago. Wait for them to message you again, or use one of the approved Instagram message tags for transactional updates.
What’s next
See the Intercom Channels section for other channel setup guides
See the Shared Channel Features section for proactive messaging options